IBM has a long-standing commitment to the open source community. And as part of that commitment, IBM is pleased to offer the option to purchase Selected Support.
IBM Selected Support Overview
When you buy IBM Selected Support, IBM will make available Selected Program defect corrections, if any, that IBM develops. Plus, you'll get assistance:
In order to better assist you with problem resolution, IBM may request that you allow provide remote access to your system to aid you in isolating the software problem cause. You remain responsible for adequately protecting your system and all data contained in it whenever IBM remotely accesses it with your permission.
IBM Selected Support offerings may include:
Remote Technical Support
IBM has implemented a tiered approach for the Selected Support offering. On a product by product basis, up to 3 tiers may be made available: IBM Entry Support, IBM Enhanced Support and IBM Elite Support. Support is delivered remotely via IBM's support teams, and includes:
- General usage and installation questions
- Product compatibility and interoperability questions
- Interpretation of product documentation
- Basic configuration assistance and samples understanding
- IBM will make available to you Selected Program defect corrections, if any, that it develops. (non-IBM product fixes, if any, are provided by the third party provider)
For all tiers of support, there is no limit to the number of technical support incidents that can be reported through remote assistance.
Remote technical support problems are reported to IBM by phone (not available for IBM Entry Support) or by using the IBM Service Request (SR) tool,
The Selected Support offerings are purchased via an annual subscription and are available for purchase through Passport Advantage or Passport Advantage Express.
IBM Selected Support offerings may also include remote Developer Assistance Incidents. This assistance goes beyond the support provided through traditional remote technical support. Under this feature, developers may receive assistance with finding answers to specific programming questions, best practice usage of the product (i.e., the Application Programming Interface), etc. Developer Assistance Incidents are intended to cover specific and short duration questions. Professional services offerings should be used for questions that are best resolved with an extended program design review.
Developer Assistance Incident coverage includes:
- Expert Development Assistance
- Application Design and Architecture Assistance
- Configuration Assistance
- Performance & Tuning Assistance
Unlike traditional remote technical support where the number of requests is unlimited, the number of Developer Assistance incidents that can be reported to IBM is fixed, determined by the Selected Support offering purchased and varies by supported product. Developer Assistance Incidents are reported to IBM in the same way as general product usage questions or problems: by phone or using the IBM Service Request (SR) tool, located at http://support.ibm.com . Each time you use one of your Developer Assistance Incidents, your available incident count will be decremented.
To gain maximum benefit from your Developer Assistance Incidents:
- Developer Assistance Incidents must be specifically requested during the initial call or electronic submission for support assistance
- If you access IBM Support via the phone, advise the IBM Representative that Developer Assistance is being requested
- If you access IBM support via SR, ensure that the Developer Assistance Incident component is selected
- Your technical contact should understand that available Developer Assistance Incidents will be decremented by one incident
The following table describes the features of Selected Support in more detail.
|Support-Only Offerings||IBM Entry Support||IBM Enhanced Support||IBM Elite Support|
|Electronic Problem Submission||Yes||Yes||Yes|
|Voice Problem Submission||No access||Yes||Yes4|
|Number of electronic and/or voice problems||Unlimited||Unlimited||Unlimited|
|Support Hours **||8am-5pm
|Response target ***||8 business hours||4 business hours||2 business hours|
|Technical Contacts ****||1||2||Unlimited|
|Developer Assistance Incidents****||Not Available||Variable||Variable|
*Times listed are for the customer’s time zone. Support is not available on public holidays for IBM Entry Support and IBM Enhanced Support. Severity 1 support is available on public holidays for Elite Support.
**Response target is IBM's objective to respond to your high severity support request. In some cases the initial response could result in a resolution of your request, or it will form the basis for determining what additional actions are required to achieve technical resolution of your request
***The Technical Contact is the individual designated by the client as the person to contact IBM for support. All communication with IBM related to the IBM Selected Support offering must be performed by the authorized Technical contact. The number of Technical contacts permitted depends on the specific Selected Support offering purchased.
**** The number of Developer Assistance Incidents will vary by supported product. Refer to the announcement letter for the number of Developer Assistant Incidents included. (on a product-by-product basis, IBM Enhanced Support will offer 0, 1, 2, 3 or 5 Developer Assistance Incidents and IBM Elite Support will offer 0, 1, 2, 3, 5 or 10 incidents)
In addition to traditional remote support and Developer assistance, the following online support may also be available.
- Online documentation
- Access to technical articles on IBM Software Support web site
- Access to technical forums on IBM developerWorks
- Access to relevant IBM DeveloperWorks Newsletters and Articles
- Access to technical webcasts and events
- Professional services offerings (additional charge)
Consistent with the Selected Support tier purchased, IBM will provide support only for the copies of software covered under your agreement.
Independent Software Vendor (ISV), Systems Integrator (SI) or Solution Providers: consistent with the Selected Support tier purchased, IBM will provide support only for the copies of software covered under you agreement during the internal development and maintenance phases of your solutions. You are restricted from contacting IBM with support issues that may arise from your end customers' usage of the product unless you have an OEM contract with IBM.
CAST can enhance the system management of cluster-wide resources. It consists of the open source tools: cluster system management (CSM) and burst buffer.
CSM provides an integrated view of your large cluster and includes discovery and management of system resources, database integration, support of job launches, diagnostics, RAS events and actions, and health check.
Burst buffer is a cost-effective mechanism that can improve I/O performance for a large class of high-performance computing applications without requirement of intermediary hardware. Burst buffer provides a fast storage tier between compute nodes and the traditional parallel file system, allowing overlapping jobs to stage-in and stage-out data for a variety of checkpoint/restart, scratch volume, and extended memory I/O workloads.
Technical support for CAST is provided by IBM. See the Announcement Letter for additional details.
CrawfordTech Riptide™ controls the management and distribution of content stored in IBM Enterprise Content Management (ECM) systems. Users can select and distribute documents using Riptide to easily “package” and send content from multiple repositories in disparate formats, helping to increase efficiencies and reduce costs. Riptide Server is tightly integrated with IBM FileNet Content Manager, IBM Content Manager, IBM Content Foundation, IBM Content Navigator, IBM Content Manager OnDemand, IBM Case Manager and IBM Production Imaging Edition.
For clients who have active support contracts, IBM Enterprise Content Management (ECM) support will provide a single point of contact for IBM ECM products and the CrawfordTech Riptide products that IBM sells. IBM ECM support will team with CrawfordTech to provide support for problems you experience. Since the CrawfordTech Riptide products are not IBM developed products, problem resolution and fixes will be provided by CrawfordTech Riptide.
See product announcement letter 214-458
Datawatch Report Mining Server is a web-based analytics solution that automatically extracts data from text-based reports stored in IBM® Content Manager OnDemand repositories, enabling dynamic report mining and analysis. Datawatch Report Mining Server accesses the static corporate data stored in Content Manager OnDemand, transforming it into active data that can be filtered, sorted, and aggregated with other content. Reports can be generated using many formats for effective research, analysis, and planning with no user programming required.
For clients who have active support contracts, IBM Enterprise Content Management (ECM) support will provide a single point of contact for IBM ECM products and the Datawatch products that IBM sells. IBM ECM support will team with Datawatch to provide support for problems you experience. Since the Datawatch products are not IBM developed products, problem resolution and fixes will be provided by Datawatch.
IBM Informix is an industry leading database server with legendary reliability, performance, and scalability. It is widely deployed across broad range of industries and solutions, ranging from small businesses to large global enterprises. Informix delivers high value to customers, with hassle free administration, lower cost of ownership on administration and hardware resources, and high availability to help ensure continuous business operations 24x7 anywhere in the world. The Informix Innovator-C Edition is available at no charge, offering customers an opportunity to discover why Informix enjoys such high customer satisfaction and loyalty. IBM Elite Support for Informix Innovator-C is an optional offering for customers who would like technical assistance and assurance of 24x7 worldwide support.
See IBM Elite Support for Informix Innovator-C for additional information.
xCAT is a scalable distributed computing management and provisioning tool that provides a unified interface for hardware control, discovery, and OS diskful/diskfree deployment. xCAT has been deploying and managing large Linux systems for a number of years. Many IBM customers and others have enjoyed its powerful customizable architecture. IBM Support for xCAT 2.0 delivers the technical support clients need to confidently manage their large systems.
See IBM Support for xCAT for more information.
FTI Ringtail eDiscovery Legal Review provides corporations and law firms with a single, powerful eDiscovery software solution for matters large and small. For clients who have active support contracts, IBM Enterprise Content Management (ECM) support will provide a single point of contact for IBM ECM products and the FTI Technology products that IBM sells. IBM ECM support will team with FTI Technology to provide support for problems you experience. Since the FTI Technology products are not IBM developed products, problem resolution and fixes will be provided by FTI Technology.
For information about how to purchase these products and how to purchase technical support for FTI Technology's products sold via IBM. View the announcement letter.
IBM Spectrum Cluster Foundation Community Edition provides lifecycle management for scale-out environments. This Community Edition features cluster provisioning, management, monitoring, and reporting capabilities for IBM POWER8 (little endian) running a Linux operating system and x86-64 systems, and is limited to a single cluster instance.
IBM Spectrum Conductor for Containers Community Edition provides an integrated, Kubernetes-based platform for deployment and management of containers in an enterprise environment. A recent evolutionary phase of IBM software-defined infrastructure technology, Spectrum Conductor for Containers CE addresses the needs of enterprises for the efficient container management required for next-generation application development. It helps enterprises address the challenges of deploying containers, including monitoring, management, security, and scaling of containers, in ways that are similar to the treatment of traditional servers and virtual machines.
IBM distributes the Spectrum Conductor for Containers Community Edition software for free with free community support via a public Slack channel. For production deployments, IBM offers our optional, fee-based Selected Support for IBM Spectrum Conductor for Containers Community Edition.
IBM Spectrum LSF Community Edition is a fully integrated solution for high-performance computing featuring cluster provisioning and management, workload scheduling, application-centric portal and an MPI library. The software may be installed using the native installers or the included cluster manager.